Service Level Agreement
Applies to Professional and Enterprise plans. Free and Starter plans are provided on a best-effort basis.
1. Availability commitment
We aim to keep the web application, API and monitoring scheduler available around the clock, excluding announced maintenance (maximum 4 hours per month, outside 08:00–20:00 UTC, announced at least 24 hours in advance on the status page). We do not publish a percentage availability guarantee, because we do not yet operate the independent, externally verifiable measurement that such a figure would have to be based on. When that measurement exists we will publish both it and the target it supports.
2. Monitoring cadence
Monitors run at the interval included in your plan from our OVHcloud infrastructure in Virginia (US). If a scheduled run is delayed by more than twice the interval because of a platform fault, that time counts as unavailability for the affected domain.
3. Alert delivery
Alerts are handed to our email provider within 5 minutes of detection. Delivery to your mailbox depends on your provider. Webhooks are retried three times over 15 minutes.
4. Support response
| Severity | Professional | Enterprise |
|---|---|---|
| Platform down / alerts not delivered | 4 business hours | 2 business hours |
| Incorrect results, degraded features | 1 business day | 4 business hours |
| Questions, how-to | 2 business days | 1 business day |
Business hours are Mon–Fri, 09:00–18:00 EET.
5. If we let you down
If a platform fault stops your monitors running or your alerts being delivered for a sustained period, write to support@statusdns.com within 30 days and we will extend your paid term by the affected time, or refund it, at your choice. We do not operate a percentage-based credit ladder, because we do not yet measure availability to a standard that would let either of us adjudicate one fairly. Your statutory rights as a consumer, and the Refund Policy, apply in addition and are unaffected.